Twitter Customer Care

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Does it really matter how much your virtual stock is selling for on Empire Avenue? Who has the biggest fan base on Facebook? the most followers on Twitter?

Sure, if you are connecting with more people, chances are more people may be taking note of your business, what you are doing. My youngest calls followers, friends “stalkers”.

Some “game” the system. At one time, and still going on, are those who follow a bunch of people, week later, dump those who don’t reciprocate, follow more. Or go around on endorsing a whole bunch of blogs which they’re never even read, looking for ea brownie points?

I realize some people just don’t get social media. In truth, your time and resources only stretch so far. And with anything, it is all about how you use the tools. Yet, for any business, no matter how big or small, it is important not to ignore your brand on social media. Today I’m using Twitter as an example.

How much time does it take to set up a twitter account? couple minutes
How long does does it take to search twitter with your brand name? Another minute or 2? Of course if you’re quite popular and you check in several times a day, it may take a little longer. But how much time and $ does it take to do market research and gather the public’s opinion the old fashioned way?

My son, @creationix was impatiently awaiting the arrival of a new computer. Now Tim has been obsessed with technology since . . . Hmmm. Can’t ever remember him not. I mean, this is the kid, that as an infant, would sit in his crib and dismantle it, carried around a purse as a toddler packed full of tools, who I rushed to the ER for stitches after he climbed up the back of a rocking chair trying to reach the Commodore 64? (or was it the old Bally?). Never the less, he was impatiently awaiting the arrival of his new computer. And when it didn’t arrive as expected, he was bemoaning the fact on twitter.

twitter fedex

A sharp FedEx employee picked up on the complaints, offered to help, looked up the shipment, called the FedEx driver, and let my son know when he could expect his package, apologizing for any inconvenience. Soon Tim was happily setting up his new system.

Kudo’s to @FedExLaSheila. Instead of a an unhappy customer, complaining to his friends and family, or worse yet, waiting on the phone to talk to customer service, you have real time interaction, smoothing out a problem quickly. And those who saw the complaint, also saw how quickly the issue was resolved via twitter.

So bottom line, it may not matter so much the number of followers, fans you have, your virtual stock price; but how you interact with your customer base is priceless.

2 thoughts on “Twitter Customer Care

  1. Hi Heidi,

    Your son’s example does show a useful side of social media for a business. I think that many business are trying to reach that level of responsiveness with their customers, but many are not there yet.

    As an individual, an important aspect of Twitter – as with all social media – is that it actually be social. You made reference to following and unfollowing, and that is something that I do, but not for the reasons you may think. For me, interaction is core to everything that I do online. If I follow someone and it becomes apparent to me that they are only interested in broadcasting, I will unfollow. My hope is that I will end up with a group of people who interact with each other in meaningful ways.

    Ray

    • Broadcasting isn’t that much fun by itself. I’d rather have a conversation any day. Yes, many businesses have a way to go, but I think we’ll find more stories like this as time goes on. Thanks for reading!

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